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About the Role

As a Technical Support Specialist, you will own complex technical queries, serve as an escalation point for colleagues, provide world-class customer support, and collaborate with customers to drive product improvements. You will utilize AI tools and your expertise to handle complex cases efficiently and contribute to a culture of continuous improvement.

Responsibilities

• Communicate efficiently and effectively with customers via our product and outbound phone calls.
• Own customer communications and issues from initial contact through resolution.
• Develop comprehensive knowledge of how Intercom works and its capabilities.
• Ensure all customers have a great product experience by contributing to product ease-of-use, reliability, bug-fixing, and speed.
• Collaborate with product teams to identify issues and provide informed solutions based on customer feedback.
• Debug complex issues by understanding our codebase and customer technologies.
• Build tools to increase team and process efficiency and effectiveness.
• Influence product direction through daily customer communication and collaboration with product teams.

Requirements

• 3-4+ years of technical support experience, ideally within a software/SaaS environment.
• Solid understanding of tech fundamentals and modern tools (Slack, Chrome, Coda, etc.).
• Basic understanding of APIs and webhooks, with the ability to navigate developer documentation.
• Strong customer focus and enjoyment in helping customers.
• Strong communication skills, including the ability to question, clarify, empathize, and use appropriate tone and language.
• Strong problem-solving skills, with the ability to think critically and learn on-the-fly.
• Ability to troubleshoot and utilize resources to answer baseline questions.
• Ability to receive and action feedback, and deliver high-quality feedback to peers, managers, and cross-functional partners.
• Excitement for a support environment that embraces AI solutions.
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

Skills

• Technical Support
• Software/SaaS
• APIs
• Webhooks
• Customer Focus
• Communication
• Problem Solving
• Troubleshooting
• Feedback Delivery
• AI Solutions
• KPIs
• Intercom
• SaaS Platforms
• Tier 2 Support
• Coaching
• Mentoring
• AI Tools (Glean, ChatGPT, Gemini)

Location

• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• 3-4+ years

Salary/Compensations

• Competitive salary and equity

Benefits

• Competitive salary and equity
• Catered lunch every weekday
• Fully stocked kitchen
• Regular compensation reviews
• Unlimited access to Claude Code and best-in-class AI tools
• Flexible paid time off policy
• Healthcare stipend towards private health insurance
• MacBooks provided (Windows available when needed)

About the Company

• Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
• Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce.
• Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
• Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
• Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.
• Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

Equal Opportunity

• Fin values diversity and is committed to a policy of Equal Employment Opportunity.
• Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.